Project overview
The clinic offers private general and cosmetic dentistry. Reception staff spent hours each week calling patients to confirm appointments, and no-shows were still common.
They wanted to reduce no-shows and free up reception without losing the personal touch.
Empty chairs and busy phones
Three issues drove no-shows and admin:
Manual reminders
Staff called patients one by one, often leaving voicemails.
Phone-only booking
Patients could only book during opening hours.
No follow-up
Missed appointments weren't rebooked systematically.
What success looked like
- Cut no-showsby at least 40%.
- Let patients book onlineany time.
- Save reception timefor patients in the practice.
Our approach, step by step
- 1
Booking calendars Week 1
Set up online booking for consultations, check-ups and hygiene appointments.
- 2
Reminders Weeks 1–2
Automated confirmation, 48-hour and same-day reminders by text and email, with easy rescheduling.
- 3
No-show recovery Weeks 2–3
Missed appointments trigger a rebooking message and a task for reception.
- 4
Aftercare and reviews Weeks 3–4
Treatment aftercare messages and polite review requests for happy patients.
Before and after: key metrics
Appointment metrics in the month before launch vs month three.
| Metric | Before | After | Change |
|---|---|---|---|
| No-show rate | 8.4% | 3.2% | ▼ 62% |
| Reminder calls per week | 140 | 0 | ▼ 140 |
| Bookings made online | 0% | 48% | ▲ 48 pts |
| No-shows rebooked | 20% | 71% | ▲ 51 pts |
The results
No-shows fell sharply in the first month and kept falling.
“Our reception team can focus on patients in front of them, and the diary is fuller than ever.”